Waitrose Broadband www.waitrose.com

I have been with John Lewis/waitrose broadbane a long time and if it were not for the fact that, foolishly I have been using the @waitrose.com email address I would change ISP. It is a pain to have to notify everyone of a new address (lesson learned).

The cause is all down to me! My router was old and tired so, I bought a new one. I bought a super one about £100 - no difference in speed. A BT engineer came and tested our line to the exchange - no fault there. He said it is all down to the fact that they have too many customers accessing a server that can't cope and this results in connection speeds of about 0.1 - 0.3 download.

I would have a faster connection if I went back 20 years and dusted off the 14,400 dial up modem.

Too big, supplying too many customers without the infrastructure to deliver on the promise.

Once I would have recommended this service, it was great, but not now. Truly shocking and the denial by the company that there is anything wrong at their end only serves to make it more frustrating.

John Lewis / Waitrose. Here's a new strapline for the partnership.

Never knowingly delivering

6th march 2014,i received such caring help at one of the check outs at your western road branch from from the check out operator,the manager,plus a pleasant young lad who helped me when i mistakenly mixed 2 orders on the same account.

well the manager went to the very highest of high to greatest to open another check out to sort things out for me, and the such very lovely helpful young lad helped me take the shopping off my mobility scooter,and when i thought that i had lost my wallet he was so very helpful (as every one of the whole store are so helpful).

so with all my heart thank you to every one.

John Forrester

Green Bee and then John Lewis customer - The worst customer relationship experiences I have ever had. Ok look maybe I'm being unfair because they do have a 'relationship' with you, I can't deny that. It's just that the relationship you get is dysfunctional, unprofessional, and very very frustrating. They don't do the things they say they will, and then when you complain you are treated as if whatever has occurred is all your fault. They seem to love dredging through the taped phone calls with customers to try to argue their point and my god they do argue....

We were put on the wrong package by JL just as the result of a telephone enquiry asking for best advice. We did not ask to go onto a different package but were just put on one all the same with no notification to us. When we complained and wanted to go back to the package we had been on for years we were involved in hours of phone calls and had the pleasure of meeting no less than eight customer service employees all of whom wanted it explained just once more from the very beginning. I'm sure this rings a horrifically loud bell for some of you.

As others have said, the service had been very good until about nine months ago, when I started experiencing slow speed. Technical service were helpful, in that they suggested a couple of things and also sent me a new box, none of which made any difference. For some time I had been considering changing providers; I'd been with Waitrose for several years and the package was no longer competitive, so that, plus the slow speed, made me decide to change. That's when the trouble started. I would not say that customer services were rude or abusive or aggressive but they were extremely insistent that I shouldn't change and unhelpful when I persisted in my request for the access code. At one point, the rep guaranteed - her word - that my speed would not change with a new provider. It took a week to provide the code, through the web site only and very difficult to find, they cut me off a day early (fortunately my new provider could connect me a day early) and sent me two completely incomprehensible emails, one of which was warning me that they would cut off the telephone connection (which they did not provide) and the other was to warn me that the service that they had already disconnected would be disconnected at the end of the month. My most serious complaint is that the speed I now have with my new provider (guaranteed by Waitrose not to change remember) changed from 0.27 mb/sec to 13.9 mb/sec - and they have still not refunded a pro rata amount for that part of a month's advance payment after I was disconnected. Not exactly a great advert for the John Lewis Partnership.

don't go anywhere near them - customer services isn"t!

We had our Broadband with Waitrose for a couple of years but ended up changing because of the ridiculously expensive premium - you can get a cheaper deal basically anywhere else. When it came to leaving they made it virtually impossible. The were really difficult and quite rude over the phone, demanding money from us for a period of time that we weren't covered by their broadband for. We got several letters for outstanding bills once we had left - each letter stating a different amount. We filed an official complaint about this lack of consistency and all they did was apologise for what "might have been a minor error" on their part - this minor error being the difference between a £50 bill and an £110 bill. And this is a company that prides itself on quality and excellent customer service...

I have been with Waitrose for a number of years and the service has been very good. Over the past few months the connection keeps dropping. This may be a coincidence but it seems to have coincided with changes I believe "they have made at their end". As a stand alone they are not particularly cheap and you can get better phone and broadband deals elsewhere.

Ive had good but terribly expensive service for years. When I told them I was switching last February they cut my monthly fee in half. I hate that - feel they have been stealing from me for years! But the last few months have been a nightmare which I thought was my new house but it turns out it's what almost everyone else has experienced. I don't want to go to John Lewis after all this, and pay vastly more. I guess it's time to move to BT.

For well over 5 years I've been paying over the odds for broadband. Why? The cache of a waitrose.com email address and the fact I can split off my broadband invoice and put it against tax. Now Waitrose have had the bright idea of joining line and broadband rental together for one fee, and given the past few reviews on here, rebranding it as John Lewis Broadband. My bugbear? They want a new contract! What? After years of overpaying, albeit for a good reason, they want more money and a new 12 month commitment. To boot they've mysteriously upped my current bill from £18.99 to £27.99 with no notice whatsoever. The excuse? I'm out of my years contract. Given that I talked to them last over 5 years ago, have the date on record, and agreed a new 12 month contract for 20GB data allowance, their idea of 12 months is a little stretched. Clueless comes to mind. As too does sharp practices in marketing the new product which will amazingly save me money. Sure it will! But only because my bill has been inflated by £9 a month.

Given that PlusNET run this service, anyone with Waitrose, or John Lewis' new product, should cancel immediately and sign up with this very cheap provider. Considering that they seem to run a no contract facility it's a no brainer for old or new customers. Or you could do what I'm considering. Mobile broadband is falling in price all the time, so get a contract with 3 and have 15GB for £15 a month. The bonus? Avoiding a £45 compulsory move fee when you move to another address. And a double bonus? Broadband on the move. Total flexibility.

Don't go near them. I have been a customer for years but the performance dropped drastically after the takeover and the download speed is now a measly 0.13 Mbps. It is nowhere near offset by good reliability and service. I am changing to anyone else. I tried to give them no stars but couldn't.

Gwyddel